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WFM Account Manager for Airbnb - Portugal

Req ID#:  360816


WFM Account Manager for Airbnb - Portugal


Learn, Lead & Grow at Sitel Group®


We believe experiences are everything, and that happy associates are successful ones. That’s why we give our people the tools and the freedom to learn, grow, have fun and be themselves.


  • GROW AS YOU GO. We invest in you, with internal programs, training and initiatives to develop your skills and help you reach your goals. We promote from within. We provide you with the tools, skills and resources to develop, both professionally and personally. You choose where you want to go; we help you get there.
  • BE BOLD, BE YOU. #SitelLife represents our commitment to our people -to YOU. It’s about coming exactly as you are. We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.
  • WORK TOGETHER TO MAKE AN IMPACT. We strive to make the world a better place and empower others to do the same. We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.
  • GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for the hard work they do every day. We offer benefits to keep you healthy and happy, such as paid time off and referral bonuses. Plus, fun perks like employee discounts.
  • MAXIMIZE YOUR EXPERIENCE. We value open, honest and constructive conversation. We encourage you to speak up -and we listen when you do. Through MAX, our global community, we leverage our people’s innovative ideas, experiences and feedback to shape and drive the future of Sitel Group.


About Sitel Group®

As a global leader in end-to-end customer experience (CX) products and solutions, Sitel Group® partners with the world’s best-loved brands, from Fortune 500 companies to local startups, to build stronger relationships with their customers by creating meaningful connections that boost brand value.

With 100,000 people around the globe – working from home or from one of our CX hubs – we securely connect best-loved brands with their customers over 4.5 million times every day in 50+ languages. Whether digital or voice-based, our solutions deliver a competitive edge across all customer touchpoints. Our award-winning culture is built on 35+ years of industry-leading experience and commitment to improving the employee experience.


Come and work with us.


We are looking for a WFM Account Manager for Airbnb Global account.


As a WFM Account Manager your daily responsibilities will include:

  • Developing a global strategy and process for WFM: You will partner with the Global Head of Support and local support teams to define the WFM strategy for our global customer support organization. We are starting from a “blank piece of paper” and so we need a thought leader who is able to review our existing, locally driven WFM operational model, and propose and deliver a new WFM model which will ensure we meet the needs of our rapidly scaling, pre-IPO business - this model could include 100% centralization into your team, or a consultation model for local teams, or a hybrid model comprising both. 
  • Defining best practices for WFM: You will be the thought leader and subject matter expert defining the standard operating procedures for Forecasting, Scheduling, Real-time Operations and WFM tooling
  • Developing a global continuous improvement process: You will define, build and track WFM KPIs for global management, assessing them against our support service levels, and educating teams via playbooks about how to drive improvements in those metrics and service levels. 
  • Centralization strategy: Once we set the foundation of tooling, data and best practices, you will manage this going forward 
  • Creating accurate forecast models: Work with Support and HR to ensure we have an efficient model for headcount planning and processes to bring them onboard at the right time to meet demand.
  • Optimally scheduling employees: Ensure we are minimizing over and under-staffing. You will work with tools to ensure that shifts are created and filled according to demand, balancing service levels with ROI. You will also over time manage live operations, helping to react to spikes in demand or increase in absenteeism. 
  • Commanding a strong senior presence: We need a thought leader/ subject matter expert who is able to inspire and motivate us to evolve and build a strong capability in this area. You will need resilience and patience in order to evangelize to and educate local support teams and other non-support functions, and give them the confidence so they can trust us with managing this critical area of planning.
  • Client focus: Liaison with the client with status updates and expected implementation timelines


To succeed in the role, you will need to have:

  • Proficient English level (C2 mandatory) written and spoken 
  • Any additional language is an asset
  • Ability to lead and manage people
  • Good organization skills
  • Effective responsibility and accountability
  • Ability to solve problems and offer suggestions
  • Ability to influence behaviour
  • Effective project management
  • Ability to adhere to all organizational policies and procedures
  • Costumer Focus
  • Must hold EU citizenship or valid work permit for Portugal
  • Be a local candidate or willing to relocate to Portugal


Education and experience

  • University degree or similar by experience.
  • Experience in managing projects
  • Experience in the analysis of data and presentation of business recommendations
  • Experience in Workforce management
  • Experience of work in a call centre is desirable
  • Experience in the technology industries is desirable



What's in it for you? We give our people the tools and the freedom to learn, grow, have fun and be themselves.


  • Competitive wages
  • Paid professional training
  • Employee discounts
  • Private healthcare & dental insurance (after six months of employment)
  • Growth opportunities through various development programs
  • Fun and engaging company-wide initiatives, including our SitelFit wellness program
  • Job stability
  • Life-long skills and experience
  • Excellent work culture


Join the #SitelLife


Our success lies in our diversity, and our differences are our strength. We are an equal opportunity company and we value and respect diversity. You choose where you want to go; we help you get there!


Apply today!


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WFM Account Manager for Airbnb - Portugal

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